Customer Success Manager At Joompulse

Customer Success Manager

Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers. Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential, and explore profitable ways to expand your business. Joom Pulse helps make e-commerce data easy to understand and efficient for all sellers.

Joom Pulse is one of the key businesses of Joom, an international group of e-commerce companies that was founded in 2016 in Latvia. Joom also includes the following businesses: Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany, and JoomPro, a platform for cross-border wholesale trade. Joom's offices are located in Latvia, China, Hong Kong, the USA, Germany, Brazil, and Portugal. Joom Group has its HQ in Lisbon, Portugal.

We are looking for a proactive, customer-focused Customer Success Manager to foster strong client relationships, enhance user satisfaction, and support seamless product adoption and retention.

Responsibilities

• Develop and maintain strong client relationships, ensuring alignment with customer needs
• Evaluations of active accounts to identify and resolve issues impacting SaaS users
• Serve as the primary contact for customer inquiries, ensuring timely resolution of issues
• Keep customers informed on new features and best practices to enhance usage
• Monitor customer engagement and satisfaction to identify upsell and renewal opportunities
• Conduct in-depth interviews to gather customer insights and advocate for customer needs in product discussions
• Lead renewal processes and identify growth opportunities within customer accounts

Requirements

• 3+ years of experience in customer success management
• Experience with SaaS data management platforms
• Experience using AI tools, LLMs, and creating specifications for AI agents that will operate as a customer support
• Ability to systematically manage and work with the key metrics
• Proven track record of handling in-depth product, design, and problem interviews
• Ability to collect, structure, and filter clients' feedback, and transfer this to the stakeholders as marketing manager, product manager, and other internal teams
• Hands-on experience with customer retention and nurturing relationships with small and medium businesses
• Strong analytical skills and data-driven approach
• Fluency in English and Portuguese

Preferred

• Hands-on experience in reaching decision makers to identify potential clients
• Experience in e-commerce

We Offer

• Compensation package: base salary and performance-based bonuses, CLT employment
• Office-first: flexible hours with a possibility to work remotely 52 days per year, and 30 days of paid annual leave
• Care & Wellbeing: extended health insurance for the employees, their spouses, and children (including dental care), transportation and daily meal allowance, and 100% paid sick leave
• Team & Growth: collaboration with colleagues across Portugal, Brazil, Latvia, and China, with opportunities for promotions, professional training, and English courses
• Community & Engagement: annual team building activities, knowledge-sharing workshops, and a strong sense of teamwork